Gaining my Level 2 Taking Control of Goods qualification
When I joined the Enforcement Conduct Board in November 2024, I brought with me extensive experience in dispute resolution and complaints handling from across the financial services industry. I have already used that knowledge and experience to input into the ECB’s complaints handling process and to shape its case management system.
However by joining the ECB, I have also stepped into a new industry, and I have made it my priority to build my technical knowledge and understanding, by familiarising myself with the National Standards, the ECB Standards and the legal framework for the Taking Control of Goods.
Along with my colleague Claire Evans, I have also studied for and been awarded the Level 2 qualification in Taking Control of Goods. I found the course itself well organised, with the enforcement process broken down into clear steps. It gave me a firm understanding of the key concepts around taking control of goods, enforcement agents’ responsibilities, and the legal processes involved. It certainly provided me with an insight into the challenges of the enforcement process and the difficult judgements that enforcement agents are called to make on a day-to-day basis.
To bring the theory to life, and ensure I understand the way it is applied in practice, I shadowed an experienced enforcement agent for the day – this is something that all ECB staff commit to do when they start at the ECB. I saw first-hand the skills that agents need to explain the enforcement process clearly and sensitively while managing emotions in heated situations. That experience was invaluable and has not only given me a real appreciation for the challenges enforcement agents face, but also the impact of enforcement on the person being enforced against. I will be undertaking further shadowing opportunities over the coming months.
With the successful launch of our complaints function in January, I am now applying the knowledge I have gained in my role as a Complaints Investigator. Understanding the enforcement process in detail will ensure I make fair, objective and informed decisions. It should also enable me to clarify for the complainant the parts of the enforcement process that have not been clear to them beforehand.
Everyone at the ECB is committed to raising standards in the industry so that people experiencing enforcement action are treated fairly. Gaining the Level 2 qualification means that I can feel even more confident in my ability to do this through our complaints service, and I look forward to continuing to build my knowledge over the coming months.
Hope Okon
Complaints Investigator